Socialgraphics Help You To Understand Your Customers: Slides and Webinar Recording

Companies should have a ‘Customer Strategy’ not a ‘Twitter or Facebook Strategy’. To start, first understand your customers social behaviors, below are the slides and recorded webinar featured yesterday by Charlene Li and myself.

We know that customers are adopting new technologies to communicate with each other –and companies must change their own behaviors to reach them. Yet, to often, we hear of companies ‘fondling the hammer‘ where they have knee-jerk reactions to which ever technology emerges. The problem with this strategy is that new technologies are emerging in rapid iterations due to low-cost of innovation. As a result, focus on their behaviors, which we cover in detail in the Engagement Pyramid.

While using surveys is an effective way of getting a strong baseline set of knowledge, you must be constantly monitoring and updating the changes your ever-changing customers are having, and encourage you to partner with brand monitoring companies like Visible Technologies, Techrigy by Alterian, Radian 6, TNS Cymfony, Nielsen Buzzmetrics, Crimson Hexagon, and even simple easy to use tools like Twitter search and Google Alerts.

We focus on disruptive technologies, and know we don’t have all the answers, so we want to work with the community. Like the Opensource movement and creative commons, we’re embracing ‘Open Research‘ which means we want to share what we learn so others can build on top of it. We like Creative Commons, and hope you use this content for educational purposes and to share with others with attribution. Stay tuned, as we plan to share more about the socialgraphics methodology and other frameworks.


Understand Your Customers’ Social Behaviors

View more presentations from Charlene Li.

Above: Access the slides on slideshare (you can download them in PPT format)


Above: Listen and watch the recoded webinar, there were over 600 attendees in real time, making it interesting to watch the discussion in the chat and in Twitter.

Here’s the link that I mentioned comparing Toyota’s shotgun approach and Ford’s laser-like approach. Next, join the conversation in Twitter and beyond, see the many tweets tagged #socialgraphics. Last but not least, thanks to Christine Tran, for her research expertise and rolling out our new powerpoint design.

The Social Strategy Trilogy

Part 1: Socialgraphics help you to understand your customers
Part 2: Developing a Social Strategy (You’re here now)
Part 3: Getting your company ready

Now in Russian, thanks.

83 Replies to “Socialgraphics Help You To Understand Your Customers: Slides and Webinar Recording”

  1. Great presentation. I have a feeling that once you do your homework on your customers and turn your findings into actions the positive affects on SEO will be tremendous. Not only that, but think of the untapped customers you could reach? Pretty exciting…

  2. Hi Jeremiah and thanks for the good post and slideshow! It made me create my own post about this subject, you can check it here if you like:

    I have a question about this presentation. Would you like to enlighten me more about the Curating part? The term isn't that familiar to me so could you open up it a little bit with a couple of examples or with different words? Thanks a lot! Much appreciated.

  3. This is very interesting. Are you aware of any research that looks at the types of people that are most active with social media? In other words, not demographics, but personality, motivation, etc?

  4. This is very interesting. Are you aware of any research that looks at the types of people that are most active with social media? In other words, not demographics, but personality, motivation, etc?

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